For this reason, you'll also see any tickets that your agents assigned to themselves and solved in the same action showing as 0.
What you'll need
Skill level: Moderate
Time Required: 20 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk Explore, click the reports (
) icon.
- In the Reports library, click New report.
-
On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- Now, create a standard calculated metric to show the time between first assignment to first resolution. Click Calculations (
), then click Standard calculated metric.
- On the Standard calculated metric page, add a name for the metric like First assignment to first resolution time.
- Enter or paste the formula below into the Formula field.
(VALUE(First resolution time (min))/60/24) - (DATE_DIFF([Ticket first assigned - Timestamp], [Ticket created - Timestamp], "nb_of_days"))
Tip: If you're working in a language other than English, read this article to help you enter Explore formulas in your language. - Click Save.
- In the Metrics panel, click Add.
- From the list of metrics, choose Calculated metrics > First assignment to first resolution time (the metric you just created), then click Apply.
- Ensure the metric aggregator for First assignment to first resolution time is set to AVG (see Choosing metric aggregators).
- In the Rows panel, click Add.
- From the list of attributes, choose Assignee > Assignee name, then click Apply.
- Click the Assignee name attribute you just added and exclude NULL from the results.
- From the Chart configuration (
) menu, click Display format.
-
On the Display format page, change AVG(First assignment to first resolution time) to Custom. Then make the following changes:
- Decimal place: 1
- Suffix: days
You could also add a date filter to the report by using the information in Editing dates and date ranges.
The report is now complete. See the screenshot below as an example.